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1.1       raeburn     1: \label{Domain_Configuration_Contact_Info}
                      2: LON-CAPA will send automatic e-mail to administrators/support staff
                      3: under certain circumstances. The contact information data table can
                      4: be used to provide e-mail addresses for receipt of these e-mails and
                      5: to configure which types of e-mail should be sent to each address.
                      6: 
                      7: The types of e-mail are: 
                      8: 
                      9: \begin{itemize}
1.5       raeburn    10: \item \textbf{Error reports} - whenever a server encounters a 500 error (Internal
1.1       raeburn    11: Server Error), Apache will handle that event by displaying an error
                     12: report form which the affected user can complete and submit. The submission,
                     13: which contains session information besides any information provided
                     14: by the user, will be sent as an e-mail.
1.5       raeburn    15: \item \textbf{Package update alerts} - the CHECKRPMS script run every other day will
1.1       raeburn    16: generate e-mail if it detects that package updates are needed. 
1.5       raeburn    17: \item \textbf{Module integrity alerts and new LON-CAPA releases} - a nightly process
1.3       raeburn    18: compares checksums for LON-CAPA modules installed for your current release
                     19: with the expected values for that release retrieved from one of the Academic 
                     20: Consortium servers (if your server is part of the LON-CAPA network).
                     21: An alert is sent if checksums or versions don't match, or if a new LON-CAPA
1.6       raeburn    22: release has been announced.
1.5       raeburn    23: \item \textbf{LON-CAPA server status}
                     24: A nightly run of the /home/httpd/perl/loncron script will generate an e-mail 
1.7     ! raeburn    25: if the weighted total of notices, warnings, and errors exceeds a specified
        !            26: threshold. The script checks load average, disk usage, and recent entries
        !            27: in the log files for the lond and lonc LON-CAPA daemons, as well as the 
        !            28: difference between the number of delayed ``critical'' transactions and
        !            29: the number of such transactions subsequently completed when connection 
        !            30: was re-established, (as recorded in the permanent log file:
1.5       raeburn    31: /home/httpd/perl/logs/lonnet.perm.log).  If an e-mail is sent the message body 
                     32: contains the same HTML as in the /lon-status/ page on each LON-CAPA server,  
                     33: for which access is configured using the ``Display Detailed Report'' item
                     34: in the domain configuration for ``Access to server status pages''; 
                     35: \item \textbf{Alerts for users sharing the same student/employee ID} - a script is
1.3       raeburn    36: run every other night to check for use of the same student/employee ID by
                     37: multiple users in your domain. In LON-CAPA, a username must be unique, 
                     38: and it is also recommended that student/employee IDs are unique.
1.1       raeburn    39: \end{itemize}
1.2       bisitz     40: Definition of the default Admin e-mail address and the default Support
                     41: e-mail address saved from the {}``Contact Information'' screen supercede
1.1       raeburn    42: any definitions made when ./UPDATE is run to update to a new version
                     43: of LON-CAPA. Addresses entered the first time ./UPDATE was run on
                     44: the primary library server for the domain (i.e., when LON-CAPA was
1.4       raeburn    45: first installed) will continue to apply until the first {}``Save'' 
1.3       raeburn    46: of the Contact Information settings has occurred in the domain.
                     47: 
1.7     ! raeburn    48: Three additional settings allow you to specify:
        !            49: \begin{enumerate}
        !            50: \item Whether error reports submitted by users should be sent to the 
        !            51: core developer group at Michigan State University (as well as to the 
        !            52: recipients selected in your domain).
        !            53: \item Whether an e-mail reporting a completed upgrade to a new LON-CAPA version
        !            54: should be sent to the core developer group. 
        !            55: \item Whether an email containing the nightly status report generated by  
        !            56: loncron should be sent to the core developer group if the total error count 
        !            57: exceeds a specified threshold.
        !            58: \end{enumerate}
        !            59: The default is to send all three types of e-mail to the core developer group.\\
        !            60: 
        !            61: Settings for the nightly status check e-mail are also managed from
        !            62: the contact information screen.
        !            63: 
        !            64: \begin{itemize}
        !            65: \item \textbf{Thresholds for error counts} can be set.  If the total error 
        !            66: count exceeds the relevant threshold then email will be sent.  The default thresholds are:
        !            67: (a) 200 for status e-mail to be sent to designated recipient(s) in the domain,
        !            68: and (b) 2500 for staus e-mail to be sent to the core developer group.
        !            69: 
        !            70: \item \textbf{Weights used to compute error count} can be set. The default weights
        !            71: are: Errors 100, Warnings 4, and Notices 1.  In addition, the default weight for 
        !            72: Unsent `critical' notifications to other LON-CAPA nodes is 5, but because unsent
        !            73: items are considered as Warnings, their effective weight is 5 x 4 (i.e., 20).
        !            74: 
        !            75: \item \textbf{Servers with unsent updates to be excluded from count} can be set.
        !            76: 
        !            77: An `update' command will be sent to a LON-CAPA server subscribed to a resource,
        !            78: on republication of the resource.  If the server is uncontactable, the update will
        !            79: be stored as a delayed transaction, and will contribute to the Unsent total,
        !            80: unless the server is no longer present in the authoritative hosts table available
        !            81: from the consortium's name server(s).  If a specific server is still listed in the 
        !            82: hosts table and is contributing to the overall error count, because there 
        !            83: are update commands which have yet to be successfully sent, it can be explicitly
        !            84: excluded from adding to the count.
        !            85: \end{itemize}
        !            86: 
1.5       raeburn    87: 
                     88: \textbf{Configuration of the ``Ask helpdesk'' web form}, and who receives help request
                     89: e-mail is also done from the screen used to set contact information.   
                     90: 
                     91: Helpdesk requests - clicking the Help link displayed at the right
                     92: side of the inline navigation bar at the top of a LON-CAPA page (unless
                     93: the Remote Control is active) will display a Help Menu which includes
                     94: an {}``Ask helpdesk'' link. The ``Ask helpdesk'' link provides access to
                     95: a web form which a user will complete and submit to request LON-CAPA support.
                     96: The submission, which contains information about the user's browser,
                     97: besides information provided by the user, will be sent as an e-mail.
                     98: 
                     99: Help requests submitted via the helpdesk form by a domain's users
                    100: can be handled differently from requests submitted by users from
                    101: other domains. If a user is from another domain, that domain's
                    102: settings for helpdesk e-mail recipient will apply.  However, in
                    103: the case where a domain has not set that information, or the
                    104: domain can not be contacted to retrieve it, then the fall-back is 
                    105: to use the settings for helpdesk requests for other (unconfigured) 
1.6       raeburn   106: domains.  For a domain's users, if institutional user types have been
                    107: defined for the domain (see \textit{Default authentication/language etc.} 
                    108: (\ref{Domain_Configuration_LangTZAuth}), then helpdesk settings for e-mail
                    109: recipients can be set for the different user types, which will override
                    110: the defaults. When a help request is submitted the requester's user type
                    111: will determine the recipients of the e-mail. The following can be set for 
                    112: the two classes of user (own domain, and other domains), as well as for
                    113: the domain's user types. 
1.5       raeburn   114:  
                    115: \begin{itemize}
                    116: \item \textit{E-mail recipient(s)}
                    117: Recipients can include the Admin e-mail address and/or the
                    118: Support e-mail address, as well as other addresses.  In addition
                    119: a Bcc address can be included. 
                    120: \item \textit{Optional added text}
                    121: A text string can automatically be added to each e-mail, 
                    122: either prepended to the subject, or to the body of the message.
1.6       raeburn   123: \end{itemize}
1.5       raeburn   124: 
1.6       raeburn   125: \textbf{Extra helpdesk form fields}
1.5       raeburn   126: The user's e-mail address, and the message subject and description are 
                    127: always required fields in the web form. The following are additional
                    128: fields which can be set to be one of: optional or not shown.
                    129: \begin{itemize}
                    130: \item Name
                    131: \item Phone
                    132: \item Username and domain
                    133: \item Course Details
                    134: \item Section
                    135: \item Cc e-mail
                    136: \item File upload
                    137: \end{itemize}
                    138: 
                    139: In the case of Name and Phone, the fields may also be set to required,
                    140: and in the case of CC e-mail and File upload, those are only shown
                    141: when the helpdesk web form is accessed by a user logged into LON-CAPA.
                    142: If the File upload field is to be displayed, the allowed size of the
                    143: upload can be specified (the default is 1.0 MB).
                    144: